195. Customer Voice and Sentiment Analysis w/ Luis Angel-Lalanne

<p>How does an iconic brand like Amex evolve to stay connected to their customers? By driving their CX Experience with innovation.   </p> <p>We take a deep dive into customer surveys and look at how Amex uses the latest technology to collect and distill relevant data.   </p> <p>In this episode, I interview <a href="https://www.linkedin.com/in/luis-angel-lalanne/">Luis Angel Lalanne</a> , Vice President, Customer Voice at <a href="https://www.americanexpress.com/">American Express</a> , about improving customer listening using technological tools that allow for higher quality customer feedback. </p> <p>Lewis and I also talked about:</p> <ul><li>How Amex handles CX internally </li> <li>Best practices for executing customer surveys for high quality data </li> <li>A playbook on balancing and processing qualitative and quantitative feedback</li> <li>Using NLP to uncover patterns from customer surveys </li> <li>What implementing new CX technology looks like at Amex   </li> </ul> <p>Check out these resources we mentioned during the podcast:</p> <ul><li><a href="https://www.linkedin.com/in/luis-angel-lalanne/">Luis Angel Lalanne </a> </li> <li><a href="https://www.americanexpress.com/">American Express </a> </li> <li><a href="https://umich.edu/">University of Michigan</a> </li> <li><a href="https://www.usaa.com/?akredirect=true">USAA</a> </li> <li><a href="https://lippincott.com/insight/welcome-to-the-human-era/">Lippincott Human Era Index </a> </li> <li><a href="https://seascout.org/">Sea Scouts</a>  </li> </ul> <p><em>Subscribe, listen, and rate/review the Customer Experience Podcast on </em><a href="https://itunes.apple.com/us/podcast/the-customer-experience-podcast/id1453581989"><em>Apple Podcasts</em></a><em> , </em><a href="https://open.spotify.com/show/6dv6SvwyqOI02pjzJ8srQq"><em>Spotify</em></a><em> , </em><a href="https://play.google.com/music/listen?u=0#/ps/Ib4mg6ojo5rlrqjdjcdg6oiyx3q"><em>Google Play</em></a><em> or </em><a href="https://podcasts.google.com/?feed=aHR0cHM6Ly9jdXN0b21lcmV4cGVyaWVuY2Vwb2RjYX